Comments on: Customer service is a universal imperative http://www.cecsearch.com/WordPress/2007/01/16/customer-service-is-a-universal-imperative/ The (almost) daily trials and tribulations of being an executive restaurant recruiter.... running a restaurant executive search firm.... and how to survive. Sun, 30 Aug 2009 19:44:55 -0500 http://wordpress.org/?v=2.8.1 hourly 1 By: Greg http://www.cecsearch.com/WordPress/2007/01/16/customer-service-is-a-universal-imperative/comment-page-1/#comment-695 Greg Tue, 16 Jan 2007 17:21:37 +0000 http://cecsearch.com/WordPress/2007/01/16/customer-service-is-a-universal-imperative/#comment-695 Thanks Carl! Agree about my fine city, although right now we are being blanketed with snow. That being said, in the summer, there is no better place to be. Not many places in the world where you can snow ski and water ski on the same day. It is extremely important for everyone in my call center to understand empathy. To take ownership of our customer's issues and own it until the issue is resolved. In the industry we are in, there is tremendous competition and the only way we can truly differentiate ourselves is through customer service. Knowing what it will take to satisfying the customer....then doing even more to wow them. Our customers are our business. In order for us to succeed, we need to establish long lasting relationships with our customers and expand the lifetime of each and every customer we come in contact with. Here are our 6 key objectives: -Seize every opportunity to EDUCATE our players on our business, our products, and why we do things the way we do. -Players come to us with expectations based on previous experience. It is our job not to just meet them, but EXCEED them. -Our players should know we are just like them, and we UNDERSTAND. When a player doesn’t understand us, it is our job to understand them. -We are always HONEST and FAIR. -We help build our business by creating ADVOCATES. Our best players are the ones who are referred by others. -The greatest commitment we can make to our players is to continually DEVELOP ourselves. Learn what is important to our players and relate better to them. Develop skills that help deliver great service. Again, thanks for your blog! Was well received in my call center as well, with alot of favorable comments, many thanking me for sending, thus you have a following all the way up here in Vancouver! Take care, Greg Thanks Carl!
Agree about my fine city, although right now we are being blanketed with snow. That being said, in the summer, there is no better place to be. Not many places in the world where you can snow ski and water ski on the same day.

It is extremely important for everyone in my call center to understand empathy. To take ownership of our customer’s issues and own it until the issue is resolved. In the industry we are in, there is tremendous competition and the only way we can truly differentiate ourselves is through customer service. Knowing what it will take to satisfying the customer….then doing even more to wow them.

Our customers are our business. In order for us to succeed, we need to establish long lasting relationships with our customers and expand the lifetime of each and every customer we come in contact with. Here are our 6 key objectives:

-Seize every opportunity to EDUCATE our players on our business, our products, and why we do things the way we do.

-Players come to us with expectations based on previous experience. It is our job not to just meet them, but EXCEED them.

-Our players should know we are just like them, and we UNDERSTAND. When a player doesn’t understand us, it is our job to understand them.

-We are always HONEST and FAIR.

-We help build our business by creating ADVOCATES. Our best players are the ones who are referred by others.

-The greatest commitment we can make to our players is to continually DEVELOP ourselves. Learn what is important to our players and relate better to them. Develop skills that help deliver great service.

Again, thanks for your blog! Was well received in my call center as well, with alot of favorable comments, many thanking me for sending, thus you have a following all the way up here in Vancouver!

Take care,
Greg

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